Frequently Asked Questions (FAQs)

Ordering & Products

Q: What currency are your prices in?

A: All prices on our store are listed and processed in Brazilian Real (BRL).

Q: Do you sell anything other than sofas?

A: No, at maga-lu, we specialize exclusively in high-quality sofas to ensure we offer the best seating solutions for your home.

Q: Can I change or cancel my order after it’s been placed?

A: Yes, you can cancel or modify your order for a full refund before it is dispatched. Because our handling time is 1 to 2 business days, we recommend contacting us at support@maga-lu.shop within 12 hours of placing your order. Once an item has shipped, it must be processed as a standard return.

Shipping & Delivery

Q: Where do you ship?

A: We ship our sofas nationwide across Brazil.

Q: How much does shipping cost?

A: Shipping costs are either free or calculated dynamically at checkout based on your delivery address.

Q: How long will it take to receive my sofa?

A: We require 1 to 2 business days to process and handle your order. Once dispatched, standard freight transit time takes 3 to 5 business days. In total, you can expect delivery within 4 to 7 business days.

Q: How can I track my order?

A: Once your order is dispatched from our warehouse, we will email you a shipping confirmation containing your tracking number and a link to trace your delivery.

Q: Do I need to be home to receive the delivery?

A: Yes, because sofas are large freight items, someone must be present to accept and sign for the delivery.

Returns & Refunds

Q: What is your return policy?

A: We offer a 30-business-day return window from the date of delivery. The sofa must be in its original condition (unused, unsoiled, undamaged) and in its original packaging.

Q: How do I start a return?

A: To initiate a return, contact our customer support team at support@maga-lu.shop with your order number, proof of purchase, and the reason for the return. We will then provide you with specific return instructions.

Q: Who pays for return shipping?

A: If the sofa arrives damaged or is incorrect, maga-lu covers the return shipping costs. If you are returning the sofa because you changed your mind, you are responsible for paying the return shipping fees.

Q: How long does it take to get my refund?

A: Once we receive and inspect your return, we will notify you of the approval. Upon approval, the refund will be transferred directly to your original payment method or bank account within 7 business days.

Contact & Support

Q: How can I contact customer service?

A: You can reach us via:

• Email: support@maga-lu.shop

• Phone: +55 (68) 9999-9734

• Business Hours: 9:00 AM – 6:00 PM (Monday to Friday)

Q: Where is your store located?

A: Our business address is Estrada Custódio Freire, 455, Rio Branco, Acre, 69919-784, Brazil.